Senior Commercial Relationship & Planned Maintenance (PM) Manager

Outbound Engagement • Relationship Stewardship • Growth Leadership

Department: Growth, Strategic Accounts & Planned Maintenance
Reports To: CEO / CRO
Employment Type: Full-Time, Exempt
Travel Requirement: Approximately 2-3 weekdays per week (regional, daytime travel), with additional periodic travel to national brand partner locations for development, collaboration, and strategy advancement
Direct Reports: Commercial Relationship Advisors (phased, as team scales)

Position Overview

The Senior Commercial Relationship & PM Manager is responsible for initiating, developing, and stewarding high-value commercial relationships while ensuring long-term value, margin discipline, and customer trust. This role blends outbound relationship engagement, full lifecycle account ownership for accounts meeting defined standards, planned maintenance portfolio stewardship, and leadership support for other relationship advisors.

This role is intentionally phased. Initial focus centers on supporting outbound engagement efforts, securing face-to-face and virtual relationship meetings, and personally managing engagement cycles for accounts meeting defined standards. As the role matures, responsibilities expand to include strategic account stewardship, PM optimization, and relationship leadership.

This is a relationship-first, growth-oriented leadership role, not a transactional selling position.

Why This Role Matters

This role institutionalizes customer relationships, protects margin through disciplined engagement, and elevates Planned Maintenance from a transactional service to a strategic risk-mitigation partnership. It supports scalable growth, leadership development, and long-term enterprise value.

Primary Responsibilities

Outbound Relationship Engagement & Appointment Conversion (Initial Primary Focus)

• Support and elevate outbound engagement efforts by converting outreach activity into qualified in-person and virtual relationship meetings
• Partner closely with outreach and engagement resources to improve:
• Appointment quality
• Targeting accuracy
• Conversion consistency
• Lead discovery-focused conversations with:
• Facility managers
• Property managers
• Operations, compliance, and safety stakeholders
• Prioritize in-person meetings when relationship value, asset density, compliance exposure, or long-term growth potential justify travel

Travel Expectations

• Approximately 2-3 days per week of regional daytime travel
• Periodic travel to educationAal events
• Periodic travel to national brand partner locations to:
• Deepen understanding of best practices
• Contribute to strategy development
• Support growth and alignment across partner networks

2 Relationship Lifecycle Ownership (Accounts Meeting Defined Standards)

• Own the complete relationship lifecycle for accounts meeting defined standards, including:
• Needs discovery
• Solution alignment and recommendations
• Virtual or in-person presentations (based on defined engagement qualifiers)
• Commitment, onboarding, and transition to service or PM programs
• Apply established qualifiers to determine engagement format:
• Virtual engagement for smaller, single-location, or early-stage relationships
• In-person engagement for asset-dense, compliance-sensitive, or expansion-ready relationships
• Maintain accurate relationship records and engagement documentation within CRM systems
• Transition accounts to Strategic Account designation once defined criteria are achieved

Strategic Account Stewardship (Progressive Responsibility)

• Serve as commercial relationship steward for assigned strategic accounts
• Maintain structured face-to-face engagement cadence (quarterly or biannual, based on tier)
• Lead formal account reviews focused on:
• Planned Maintenance outcomes and risk mitigation
• Service trends and recurring issues
• Forward-looking planning, capital needs, and expansion opportunities
• Act as internal advocate for strategic accounts across service, PM, QA, and estimating teams

Planned Maintenance (PM) Portfolio Stewardship

• Own performance, retention, and value realization of assigned PM portfolios
• Ensure PM programs are:
• Properly scoped
• Aligned with customer risk profiles
• Operationally efficient and financially sound
• Participate in customer-facing PM reviews when:
• Compliance deficiencies are identified
• Renewal or expansion discussions are required
• Larger or more complex portfolios are involved
• Identify opportunities for PM expansion, asset additions, or service enhancements

Relationship Leadership & Opportunity Governance

• Mentor and guide Commercial Relationship Advisors as the team scales
• Review engagement pipelines for:
• Relationship quality
• Value alignment
• Margin discipline
• Act as engagement lead for:
• Complex or multi-location opportunities
• Strategic renewals and expansions
• Reinforce disciplined engagement practices and long-term relationship stewardship

Success Metrics

• Conversion of outbound engagement into qualified relationship meetings
• Retention and expansion of managed relationships
• Planned Maintenance renewal, expansion, and profitability
• Quality and consistency of face-to-face engagement for eligible accounts
• Reduction in escalations and reactive service issues
• Development and performance of relationship advisors

Qualifications & Experience

• Experience in commercial relationship management, account stewardship, or consultative growth roles
• Comfort engaging facility, operations, and compliance stakeholders
• Strong organizational skills and ability to manage multiple relationships and priorities
• Ability to balance in-field engagement with internal coordination
• Comfort using CRM and modern engagement tools
• Leadership mindset with interest in mentoring and guiding others

Industry experience in commercial services, facilities, construction, or technical environments is preferred.

Compensation

• Base Salary: $65,000 annually, paid on a weekly basis plus fuel allowance
• Bonus & Incentives: This role includes performance-based bonuses and incentives tied to outbound engagement effectiveness, relationship lifecycle progress, and planned maintenance stewardship.

With successful performance, total annual compensation is targeted to yield at approximately $70,000-$75,000 year one, with opportunities for future growth as responsibilities, results, and scope expand.

Compensation structure and targets will be reviewed periodically and may evolve as the role matures and the business grows.